Emerging Technologies: Top Business Value Patterns in Advanced Virtual Assistant Adoption ■
Emerging Technologies: Vendor Differentiation Patterns in Virtual Assistant Technologies ■
Decision Intelligence Back to Top
Analysis by: Moutusi Sau, Kimberly Harris-Ferrante, Alys Woodward, Erick Brethenoux
Description: Decision intelligence (DI) is a practical discipline used to improve decision making by explicitly understanding and engineering how decisions are made and how outcomes are evaluated, managed and improved via feedback. In the current dynamic and complex business environment, with the increasing pace of business, DI provides a way to focus the need for information, collaboration and feedback. Common use cases for decision intelligence include the use of predictive modeling and AI to support underwriting and claims next best action or to guide human decision makers through the process, including CSRs delivering customer service. AI is an important component of DI in the form of ML techniques. Legacy decision management tools used rule-based optimization, but to address greater complexity of decisions, decision intelligence must incorporate AI, as well as must be real time to shorten the time to make decisions. This is especially true for employees that are actively engaged with customers such as in the contact center or as a claims adjuster.
Sample Vendors: ACTICO; Exponentia.ai; FICO; Fractal Analytics; Kalepa; Quantexa
Range: Midrange (3 to 6 Years)
Decision intelligence is three to six years from early majority adoption. This is due to lack of proper coordination between business units and the inability to impartially reconsider critical decision flows within and across departments that diminish the effectiveness of early decision intelligence efforts. In insurance, there is an overall lack of understanding about what decision intelligence is and how it can help organizations in driving business results. Most companies are focusing on the use of AI in other areas, especially around customer engagements, rather than employee empowerment, which will also slow down adoption.
Gartner, Inc. | G00786204
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This research note is restricted to the personal use of abhishek.sharma@fractal.ai.
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